> For the complete documentation index, see [llms.txt](https://docs.devolutions.net/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.devolutions.net/rdm/knowledge-base/knowledge-base-articles/ticketing-service.md).

# Ticketing service

Configure the Ticketing service in Remote Desktop Manager to integrate Jira or ServiceNow and create tickets directly from vault entries.

{% hint style="info" %}
This feature is only available in Remote Desktop Manager with an advanced [workspace](/rdm/concepts/basic-concepts/workspaces.md), for instance Devolutions Server.
{% endhint %}

The ***Ticketing service*** feature helps you create tickets for your preferred ticketing system directly from Remote Desktop Manager, thus simplifying the flow of information between the two.

You can find this feature in ***Administration – System settings – Common – Ticketing service*** in Remote Desktop Manager.

If you are using a Devolutions Server workspace, you can also access it via the web interface in ***Administration – System settings – Common – Ticketing service***.

This opens a list of the ticketing services configured for your workspace, showing whether each one is enabled and whether it's offered when you're prompted for a ticket on session logging (***Log***). You can configure more than one service, including several of the same type.

Click ***Add*** and choose a ticketing system — ***Jira*** or ***ServiceNow*** — in the ***Ticketing system*** prompt, then fill in its settings below. The ticketing system of an entry can't be changed afterward; remove the entry and create a new one instead.

{% hint style="info" %}
Whether a ticket prompt appears at all when you open, close, or view the credentials of an entry is controlled separately, in ***Administration*** – ***System settings*** – ***Common*** – ***Logs***.
{% endhint %}

#### Jira integration

Jira authenticates with each user's own API token — Remote Desktop Manager does not store a system-level Jira credential. Each user must [create an API token](https://support.atlassian.com/atlassian-account/docs/manage-api-tokens-for-your-atlassian-account/) and set it, along with their Jira email, under ***File*** – ***My account settings*** – ***Jira***. From there, a user can also set their own default project key and enable ***Assigned to me*** to filter tickets down to ones assigned to them.

{% hint style="warning" %}
If your Jira ticketing service was previously configured with a shared account, that option has been removed. Ticketing remains unavailable to a user until they set their own API token under ***File*** – ***My account settings*** – ***Jira***. This is a per-user action — an administrator cannot configure it on someone else's behalf.
{% endhint %}

<table data-header-hidden><thead><tr><th width="210.7999267578125"></th><th></th></tr></thead><tbody><tr><td><strong>SETTINGS</strong></td><td><strong>DESCRIPTION</strong></td></tr><tr><td><strong>Name</strong></td><td>A label for this ticketing service, shown in the services list. Must be unique.</td></tr><tr><td><strong>Ticketing server URI</strong></td><td>The URL to reach your instance of Jira. Ex: https://yourorganization.atlassian.net/</td></tr><tr><td><strong>Project key</strong></td><td>The Jira project tickets are pulled from by default. A user can set their own project key under <em><strong>File</strong></em> – <em><strong>My account settings</strong></em> – <em><strong>Jira</strong></em> to override this.</td></tr><tr><td><strong>Ticket enforcement</strong></td><td>Your preference between enforcing this ticketing service or not.</td></tr></tbody></table>

#### ServiceNow

The ServiceNow integration supports two ways to authenticate, set with the ***Authentication type*** field:

* ***Default*** or ***Basic*** authenticate with each user's own ServiceNow username and password, set under ***File*** – ***My account settings*** – ***ServiceNow***.
* ***OAuth*** authenticates with a single application identity shared by everyone using the service. It requires the creation of an OAuth application within ServiceNow via System OAuth – Application Registry – New – Create an OAuth API endpoint for external clients. Create an ***API Key*** entry in a vault, enter the resulting client ID in its ***API ID*** field and the client secret in its ***API key*** field, then select that entry in the ***API key entry*** field, which only appears when ***OAuth*** is selected.

{% hint style="info" %}
The API key entry used for OAuth can live in any vault. Ensure every user of the ServiceNow ticketing integration has read access to the vault holding it.
{% endhint %}

{% hint style="warning" %}
If your ServiceNow ticketing service was configured with OAuth before this change, it will report Not fully configured after upgrading, since the stored client ID and client secret no longer exist. To fix this, edit the ticketing service and select an API Key entry holding the OAuth application's client ID (in its API ID field) and client secret (in its API key field).
{% endhint %}

<table data-header-hidden><thead><tr><th width="211.5999755859375"></th><th></th></tr></thead><tbody><tr><td><strong>SETTINGS</strong></td><td><strong>DESCRIPTION</strong></td></tr><tr><td><strong>Name</strong></td><td>A label for this ticketing service, shown in the services list. Must be unique.</td></tr><tr><td><strong>Authentication type</strong></td><td><em><strong>Default</strong></em>, <em><strong>Basic</strong></em>, or <em><strong>OAuth</strong></em>.</td></tr><tr><td><strong>Ticketing server URI</strong></td><td>The URL to reach your instance of ServiceNow. Example: https://devXXXXXX.service-now.com</td></tr><tr><td><strong>API key entry</strong></td><td>Only shown when <em><strong>Authentication type</strong></em> is <em><strong>OAuth</strong></em>. The vault entry holding the <em><strong>Client ID</strong></em> and <em><strong>Client secret</strong></em> of the OAuth application created in ServiceNow.</td></tr><tr><td><strong>Default filter</strong></td><td>The ServiceNow table tickets are pulled from by default: <em><strong>Default</strong></em>, <em><strong>Incident</strong></em>, <em><strong>Change request</strong></em>, or <em><strong>Task</strong></em>. A user authenticating with <em><strong>Default</strong></em> or <em><strong>Basic</strong></em> can set their own filter and enable <em><strong>Assigned to me</strong></em> under <em><strong>File</strong></em> – <em><strong>My account settings</strong></em> – <em><strong>ServiceNow</strong></em>.</td></tr><tr><td><strong>Ticket enforcement</strong></td><td>Your preference between enforcing this ticketing service or not.</td></tr></tbody></table>


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